Job Title: Customer Fulfilment Manager
Employment type: Full Time
Salary: £26.500 per annum
As part of our customer lifecycle journey, customers will require changes, upgrades and add-ons to their products and services. The Customer Fulfilment Manager’s role is to facilitate and deliver these requests within an agreed time frame, while providing first in class service to our AccessPay customers.
Key Responsibilities:
Owning the full delivery lifecycle for fulfilment projects and act as the go-to technical lead for implementing AccessPay solutions
Taking ownership of delivering our standardised products, managing high volumes of rapid turnaround orders or change requests
Owning assigned orders and completing them to highest standard in line with the customer requirements
Process customer orders within the agreed Service Level Agreements.
Acting as the single-point-of-contact, providing clear and continual communication to all stakeholders.
Working with our Customer Operations team to build relationships with our customers; identifying opportunities to improve their engagement and our processes
Creating and improving processes and order documentation used by the Customer Fulfilment Team
Provide technical support to customers throughout order journey while maintaining first in class customer service
Skills Knowledge & Expertise
Experience of working within a SaaS environment
Demonstrable experience and skills in working in a customer facing role
Excellent communication skills, both written and verbal, is essential with the ability to communicate actions and intentions clearly and concisely
Direct fulfilment/onboarding/service desk experience desired, but training will be provided
Previous experience in banking/payments/statements is beneficial, although not necessary
Project Management experience and relevant qualifications is desirable
Why join us?
Great Place to Work® certified 3 years running
A supportive, collaborative team who love what they do
Hybrid working
Check out our Company page on the Great Place to Work website:
Working at AccessPay | Great Place To Work® UK
Benefits
25 days’ holiday plus public holidays increasing with length of service.
Birthday off work.
2 paid volunteer days a year
Holiday Purchase scheme
We operate a Salary Exchange pension scheme which you will be auto-enrolled into from day one of employment.
£240 yearly Wellbeing Allowance
Enhanced maternity, paternity, and adoption leave
Cycle to work scheme
Health cash plan
Free breakfast & lunch when in the Manchester office
Discounted Parking in Manchester
Access to training – both internal and external
We plant a tree for every new joiner that joins us!
We are a Dog-Friendly office
And many more!